As we enter the third lockdown, the following is an update around Criterion’s service. Unfortunately I am becoming well practised at this!

Our Support Team will continue to work at home. Our office in Guildford was open during October so that those staff who wanted a change of scene or some personal interaction could work there. Following the change of Government guidelines at the beginning of November the office closed again and will now remain closed until the current lockdown restrictions are lifted. Like everyone else, we very much hope the end may be in sight and we will open our office just as soon as we are able to but probably with more flexible working patterns than we have adopted in the past.

Our Adjusting Team continue to work from their homes as they always have done. During the initial lockdown the adjusters were undertaking virtual visits for the majority of claims using remote video technology. Over the months and depending on area tier restrictions, to reflect the demand from customers there has been a gradual move back towards site visits. During this current lockdown we will continue to offer site visits to customers and we will use our professional judgement as to whether a site visit should be carried out. Site meetings will only take place if the customer is in full agreement and only after full health screening and a complete risk assessment have been undertaken. During the visit strict social distancing and all other Covid protocols are carefully followed to safeguard the health of our staff, policyholders and all others that we may meet during the course of our visit. We will continue at all times to strictly follow the guidance from the UK Government, the NHS and HSE. Our reports will continue to clearly show whether a ‘Virtual Visit’ or a site visit has been undertaken.

The situation continues to evolve and we are continually monitoring the Government guidelines and our own working practices. As ever, if you have any concerns or queries whatsoever or if you would like any more information at all please feel free at any time to contact myself or our Operations Director, Mark Pierce (07825 451453,

James Long
Managing Director
January 6th 2021



Our Services


'Stuart was fantastic. I’ve never had to claim for anything in the past and was completely new to how it all works. Stuart was great at explaining the process and helping me through all the drama of the flood. '

Mr J Young

'Paul is a true star and a pleasure to work with. '

Mr D Lister

'Result is excellent. Please thank all concerned very much.'

Dr L R Green

'Thanks for all your help, this has been a really stressful time for my Mother and your input certainly helped her get through. The new garage looks great, just as if nothing happened! Thanks again.'

Mrs Rachel Jaquest

'We were very pleased with Eilidh McCallum's approach and she helped us to get closure in more ways than one.'

Mr Simon Baker

'Thank you for everything you have done, professional and straightforward to work with.'

Maidenhatch Farm

'David Pow showed professional, detailed, relevant performance on all occasions.'

Mr Ray Collier

'Thank you so much for all your help, advise and understanding throughout this process and the claim.'

Mrs Eloise Cappa

'On behalf of myself and Elizabeth we like to thank you for the professional way in which you have been patient and handled this claim. '

Mr Peter Stuart

'Can I just take this opportunity of thanking you, most sincerely, for guiding us through this ‘unknown territory’ not ever having experienced a flood at any property we have resided in.'

Mrs Mary Dineen